AccountId: 011433970860
ContactId: 746f9f5a-b394-4b55-8f14-42f4410a0203
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 126809 ms
Total Talk Time (AGENT): 60242 ms
Total Talk Time (CUSTOMER): 55629 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/03/746f9f5a-b394-4b55-8f14-42f4410a0203_20250603T15:39_UTC.wav
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[AGENT][POSITIVE] Thank you for calling American Public Life. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, hello, [PII]. My name is [PII]. I'm calling from Baptist Outpatient Services in [PII], um, just to verify a patient's eligibility and benefits for outpatient services.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I can help you with that, [PII]. Could I get a callback number for you?
[CUSTOMER][NEUTRAL] Yeah, callback number is [PII] and I do have an extension. Extension number is [PII].
[AGENT][NEUTRAL] OK, and what is the policy number you're calling on?
[CUSTOMER][NEUTRAL] Yeah, let me pull it up here.
[CUSTOMER][NEUTRAL] Policy number we have is 01423881.
[AGENT][NEUTRAL] The patient's name and date of birth?
[CUSTOMER][NEGATIVE] Yeah, that's gonna be your liver.
[CUSTOMER][NEUTRAL] Trego and date of birth is [PII].
[AGENT][POSITIVE] OK, thank you so much for verifying the policy and you did say you were calling for outpatient benefits today.
[CUSTOMER][POSITIVE] That is correct.
[AGENT][NEUTRAL] OK, please be advised verifying benefits does not guarantee payment. Uh, the policy with us has been effective since [PII]. It is still active. For outpatient benefits, the policy pays up to $1000 a calendar year, uh, and I do show she has that full amount available for 2025.
[AGENT][NEUTRAL] Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] Um, yes, so, um, I would just need to know the, the max amount and the accumulation.
[AGENT][NEUTRAL] Uh, $1000 a calendar year, and she has the full amount available for [PII].
[CUSTOMER][POSITIVE] OK, perfect. Thank you so much, [PII]. All I would need now is just if you guys provide reference numbers?
[AGENT][NEUTRAL] To reference our call, you'll use my name and today's date.
[CUSTOMER][POSITIVE] OK, perfect. Thank you so much. Um, that would be all for today. Thank you so much. Have a lovely day. Have a happy Tuesday.
[AGENT][NEUTRAL] You're welcome, [PII].
[AGENT][POSITIVE] You have a wonderful day. Thank you for calling APL bye bye.
[CUSTOMER][NEUTRAL] Bye bye.